When Walls Crumble: A CISO's Guide to Post-Breach Recovery

Originally published by CXO REvolutionaries.

Written by Ben Corll, CISO in Residence, Zscaler.

Let's face it, folks – breaches happen. As a CISO (as much as it pains me to say), this is unlikely to change in the near future. Even organizations with the "best" defenses are occasionally overwhelmed by the relentless tide of cybercrime. Our task is an asymmetric contest where defenders must win every battle, but attackers only need to succeed once.

For an executive in charge of security, a breach is more than a technical headache; it's a full-blown crisis. But take heart, my fellow defenders, for even in our darkest hour, there's a path forward (and no, it's not summoning Batman by lighting the bat-signal).

The double-edged sword: navigating the aftermath

There's no real silver lining for an organization after they experience a breach, but there are unexpected opportunities. The immediate aftermath casts a harsh spotlight on your security posture, but it also brings much-needed visibility to your role and previous efforts. Executives who once saw cybersecurity as a sunk cost may now recognize it as a strategic investment. This newfound attention translates to potential budget increases and long-overdue security upgrades. You might even find yourself getting buy-in for those security awareness programs you've been championing!

However, all of this comes with a hefty price tag – accountability. Let's be honest, a breach reflects poorly on the company and ultimately flows down to the cybersecurity team. You (the CISO - with or without the title) are likely to face questions, finger-pointing, and possibly lose your job. Additionally, a breach can damage customer trust, leading to churn and negatively impacting business.

Mitigating the damage: a roadmap to recovery

In my experience, the key to successfully navigating a breach relies upon two things: proactive communication and decisive action. As simple as it sounds, these steps are often neglected.

• Transparency is golden: Be upfront with stakeholders about the breach. Don't try to hide it. Don't act like it didn't happen. Denying the problem erodes trust and that's when bad things (like customer churn) happens. Own it. Be as open and transparent as your legal team allows. Explain the scope of the attack, the data impacted or potentially compromised, and share how you're addressing it. Focus on your remediation plan, and provide more than a single update or post. Establish routine updates with new information learned along the way. Personally I would recommend updating stakeholders daily.
• Own Your Narrative: Don't wait for the media or disgruntled customers to define the story. Take control of the narrative by crafting clear and concise communications. Be upfront about the steps you're taking to notify affected individuals and strengthen your defenses. Check your incident response (IR) playbooks for pre-approved scripts and templates that can be utilized. Wording matters. Be mindful of both what you say and how you say it. I like to have scripts which were hashed out and agreed upon before an incident to avoid any slip-ups during the response (when emotions are running high).
• Engage with the Business: You're not in this fight alone. You have allies and fellow colleagues who are able to help. Reach out to them. Partner with legal, HR, business operations, etc. When you do, don't just present problems; offer solutions and opportunities. Translate technical vulnerabilities into business risks – quantify potential losses and highlight the ROI of improved security measures. This approach fosters collaboration and positions you as a trusted advisor. This event is an opportunity for other stakeholders in the business to see that you are a leader in the organization and can guide it through adversity.
• Learn from the Trenches: Incidents are dynamic. Communication needs to be routine and consistent as things change, and reflect your learning throughout the investigation. When you approach the end of the event, allow your team time to conduct a thorough post-mortem analysis. Identify the breach point, understand attacker tactics, and patch vulnerabilities. Use these insights to refine your security posture and prevent similar attacks in the future. Feed this information into the larger cyber community, so other organizations benefit and attackers have a harder time replicating their success.
• Make Changes: With the new visibility on cybersecurity, there might be budget for additional systems, new applications, and perhaps a hire or three. The company is going to want to know lessons were learned and be assured that this won’t happen again. Use your moment of high visibility well. The business is unlikely to give you years to make foundational changes to rebuild or shore up a leaky program. Be decisive, have thoughtful answers, and come with a plan that you can articulate quickly.

Closing thoughts: building a stronger fortress

A breach is a battle scar (which is cool, even if getting it involves serious pain), but it doesn't have to be a crippling blow. By focusing on communication, collaboration, and a commitment to improvement, you can turn this setback into a springboard for a more robust security posture.

Remember, a strong defense isn't built overnight; it's a continuous process of improvement fueled by a commitment to keeping your organization safe. Don't hang your head. Use the incident as a trigger for positive growth in the days ahead. This isn't the end of the war; it was just a battle that you lost. Double down and work hard to make sure it doesn't happen again. Your response and actions will determine whether a breach event is ultimately a success or a failure.